Traditional CRM vs Social CRM [Infographic]

What's the difference between traditional CRM and social CRM? This is often the first question in the long and tricky process of "socialization".

What’s the difference between traditional CRM and social CRM? This is often the first question in the long and tricky process of “socialization” that many large organisations are currently experiencing.

Having listened to experts from American Airlines, IBM, VistaPrint, Peugeot, Everything Everywhere, British Gas, Expedia, Spotify and many more brands explaining their approaches to social CRM at recent Our Social Times conferences – I think we’ve got a pretty clear vision of how organisations should approach social customer engagement and the management, tools and processes they need to set in place around it.

With this in mind – and prior to our upcoming CRM conferences in Frankfurt, Brussels and Paris – we thought we’d publish an infographic to set out the key points of differentiation between traditional and social CRM. We hope it’s useful.

In this article

Luke helps brands to use social and digital media more effectively. With over 16 years of hands-on experience, his client list includes Burger King, VISA, British Airways and The Daily Telegraph. He is the founder of Our Social Times and Managing Director of OST Marketing, the award-winning agency.

This infographic does a good job of breaking down how Social CRM has value in different use cases. It doesn’t however mention how “Internal Social CRM” works when it comes to employee collaboration. That is a pretty important aspect of Social. Here’s a whitepaper describing how Social CRM Collaboration works: http://zurmo.org/whitepaper-zurmo-social-collaboration-tools

Eye-catching design and good information. Thank you, for sharing. Social CRM looks like the first easy mechanism for collecting customer feedback without old-fashioned boring surveys, but most times small companies and some medium sized don’t find large audience and social mention.

[…] His mission was to collect information to improve customer relationship and to increase sales. His strategy to achieve that aim was based overall on one-way communication: from company to consumers. If […]